The Customer Experience team is the connective tissue between Brex’s product and the companies that depend on it every day

We don’t just resolve issues — we surface insights, close feedback loops, and help shape the product roadmap

As Brex becomes an AI-native company, our CX organization leads that shift: building the systems, metrics, and workflows that let AI handle routine complexity while humans focus on judgment and relationships

We measure success not by tickets closed, but by customers who don’t need to contact us in the first place

Brex is looking for an experienced AI operator & leader to own the strategy and execution of AI-powered customer experience

You’ll lead the team responsible for Brex’s AI customer service platform — optimizing instruction sets, driving quality, and expanding AI across chat, voice, and email

You’ll also own the internal side of the equation: building and deploying AI-powered tools that give Brex’s CX team a measurable productivity edge — from agent-assist and real-time guidance to QA automation and workflow tooling

You’ll own the metrics that matter on both sides, define what “great” looks like for AI performance, and partner with Product and Engineering to shape the roadmap

This is not a research or strategy-deck role

You’ll build, ship, and iterate on systems that make Brex’s CX the best support on the planet — and lead the team that makes it happen

Lead the CX Strategy team, setting direction, developing team members, and aligning priorities to CX and company goals

Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc. Monitor the results and drive improvement when targets aren’t met

Own the CX AI roadmap from opportunity discovery through implementation — prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time

Collaborate with Systems and Engineering to drive CX AI performance — instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling,



etc

Define the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales

Own the development and deployment of internal AI tools that make Brex’s CX team faster, more accurate, and more consistent — including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations

Partner with Engineering, Data, and Product Ops to build and maintain the AI infrastructure underneath these tools — knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time

Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness. Close the loop between data and iteration

Partner cross-functionally with CX Leadership, Strategy & Enablement, Product, Engineering, and Data to scope, build, and launch AI improvements. Represent CX in EPD conversations with a point of view grounded in customer outcomes and operational metrics

Drive internal AI adoption — ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively

Communicate AI performance and strategy to CX leadership and executive stakeholders; translate data into clear narratives that drive decisions

Benefits

Medical, dental & vision

Generous vacation

Spring Health & Calm

Year-end company shutdown

Milk Stork for nursing parents

In-office days, lunches & offsites

Commuter benefits

4 fully remote weeks

Carrot Fertility benefits

Generous parental leave





Proven cross-functional collaboration skills — you’ve worked across CX, Product, Engineering, and Data to drive customer-centric improvements

4+ years in CX strategy, AI operations, product operations, or a related function at the intersection of technology and customer experience — ideally in a fast-paced tech or fintech environment

Strong analytical skills: comfortable digging into conversation data, contact driver analysis, and AI performance metrics to turn raw signal into smart decisions

Product-minded builder: equally comfortable writing a requirements doc, configuring a platform, and partnering with Engineering to ship something net-recent. You don’t wait for a product team to build what your customers need

Proven experience owning and improving AI or automation initiatives in a support environment — from opportunity analysis through rollout and iteration, with measurable outcomes

Clear, direct communicator — you write with precision, translate between technical and non-technical audiences, and know how to make a data story land with leadership

Technical fluency with AI-enabled CX platforms and the ability to ship directly or partner confidently with Engineering and Product to make automation work at scale

1+ years managing or developing a team of 4+ ICs, with a track record of setting direction, developing people, and delivering results

Hands-on experience with Sierra or comparable AI voice/chat/email platforms in a customer-facing environment

Experience building or owning QA and eval frameworks for AI systems

Background in fintech, financial services, or enterprise SaaS

Experience building internal productivity tooling or agent-assist systems — whether through third-party configuration, prompt engineering, or partnering with Engineering to ship net-new tools

Familiarity with product knowledge infrastructure — how content is structured, maintained, and surfaced to AI systems at scale

Experience translating AI operational learnings into product feedback that influenced roadmap decisions

📌 Manager of CX AI Strategy (Vancouver)
🏢 Brex
📍 Vancouver